Systems and Operations Engineer

VN Category (INT / EXT / EOI):

Job Category:

This is an external vacancy notice open to external candidates and WTO staff. It is posted on the WTO internal as well as external career site. Eligible WTO staff on short-term, fixed-term or regular contracts and interns must apply through the Workday internal career site.

This is a Fixed-term contract funded through the regular budget. The duration will be two years with the possibility of extension, unless specified in the vacancy notice.

The WTO seeks to attract and retain staff members offering the highest standards of competence, efficiency and integrity and to build an organization that is representative of the Members and People it serves. As an equal opportunity and inclusive employer, the WTO gives full regard to competence and welcome applications from qualified candidates irrespective of age, disability status, gender, nationality, race, religion, sexual orientation, social origin or any other characteristic. Applications from non-represented Members (link) are particularly encouraged for all positions.

.

The Secretariat of the WTO is seeking to fill a position of Systems and Operations Engineer in the Client Services Section (CSS) of the Information Technology Solutions Division (ITSD).

CSS is responsible for a range of essential functions within the organization, including Digital Workplace for Microsoft 365 and Client Cloud Administration, Email Management, IT Service Management, Hardware Selection, PC Deployment Infrastructure and Client Configuration, Application Packaging Management, Printing Management, IT User Training Design, and the Mobile Device Management.

GENERAL FUNCTIONS

Reporting to the Chief of CSS, and in support of the organisation’s digital transformation initiatives, the incumbent will be responsible for a portfolio of services within the section, including Printer Services, Unified Endpoint Management (UEM), and Active Directory administration, covering groups, admin accounts and service accounts.

As the service owner, the incumbent will be accountable for optimising service delivery and driving continuous improvement in operational performance. The role requires close collaboration with internal stakeholders and external service providers to ensure high-quality outcomes aligned with organisational objectives.

Key functions include:

1. Lead the design, implementation, and continuous improvement of Unified Endpoint Management (UEM) and client device services across the organisation. Oversee mobile device lifecycle management, configuration standards, compliance, and security baselines, ensuring seamless integration and enterprise infrastructure, while enhancing user experience and operational efficiency.

2. Lead the integration of predictive analytics and Artificial Intelligence (AI) within UEM and endpoint services to anticipate service degradation, identify root causes, and enable automated or self-healing mechanisms. Define and monitor data-driven KPIs to drive continuous improvement, reduce recurring incidents, and significantly minimise manual and repetitive operational workload.

3. Manage and optimise enterprise printing and peripheral services, ensuring reliable, secure, and cost-effective operations. Drive service improvements, standardise configurations, and work closely with service providers and internal stakeholders to enhance service delivery, user satisfaction, and operational resilience.

4. Ensure the effective administration and governance of Active Directory, particularly management of groups, admin accounts, and service accounts.

5. Provide back-up support across related services, including ServiceNow, Microsoft 365 applications and services, and endpoint management platforms, ensuring service continuity and operational resilience.

6. Provide day-to-day support and operational management for the CSS, including monitoring, proactive maintenance, troubleshooting, responding to incident and change requests, coordinating third-level support, and optimizing existing services for efficiency and performance.

7. Stay up to date with technological advancements by researching online, attending technical briefings, and participating in courses, seminars, and self-training to deliver effective solutions and technical support.

8. Manage the assigned responsibilities in regular interaction with the IT ServiceDesk, IT Security team, and IT Infrastructure Section within ITSD, as well as third-party service providers.

REQUIRED QUALIFICATIONS

Education:

Advanced university degree in computer science, information technology, computer software engineering, or a similar field is required.

Alternatively, a first level university degree in the discipline combined with professional expertise equivalent to an advanced university degree may be considered.

Knowledge and Skills:

Technical knowledge and skills:                                                                             

• Proven experience in Unified Endpoint Management (UEM), including device lifecycle management, configuration, compliance enforcement, and security baselines across enterprise environments.

• Strong knowledge of endpoint management technologies, including Microsoft Intune and/or Microsoft Endpoint Configuration Manager (MECM), and Windows operating systems.

• Demonstrated expertise in Active Directory administration, including management of OUs, GPOs, groups, privileged accounts, and service accounts, with a focus on governance, access control, and security.

• Solid experience in managing enterprise printing and peripheral services, including print infrastructure, queue management, and service optimisation.

• Strong knowledge of Microsoft 365 applications and services, including integration with endpoint and identity platforms.

• Solid knowledge of ITIL processes, particularly Incident, Change, and Problem Management, applied within an enterprise service delivery model.

• Understanding of IT security best practices relevant to endpoint management, Active Directory, and enterprise services, including compliance and risk mitigation.

• Good knowledge of enterprise IT infrastructure, including IT networks, LAN/WAN environments, and Internet technologies (TCP/IP).

• Experience working with service providers and outsourced environments, including service governance and performance management.

• Familiarity with automation and scripting (e.g. PowerShell) to streamline operations and improve service efficiency.

• Good analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues across endpoint, identity, and service layers.

• Experience or familiarity with analytics, automation frameworks, or Artificial Intelligence for IT Operations (AIOps), such as predictive analytics, anomaly detection, or automated remediation in endpoint or service management environments.

Behavioural skills:

• Composed and decisive under pressure: Stays focused, prioritises effectively, and makes sound independent decisions even in demanding situations.

• Clear, empathetic communicator: Expresses ideas concisely, listens actively, and remains genuinely open to different perspectives and feedback.

• Analytical and persuasive: Connects the dots between data and broader goals, and communicates findings in a convincing way that encourages progress.

• Collaborative and relationship-driven: Works openly across teams, shares knowledge willingly, and handles conflict constructively.

• Innovative and adaptable: Approaches problems with curiosity and creativity, embraces emerging trends and technologies — including AI and automation — and experiments with new ways of working.

• Principled, accountable, and discreet: Acts with integrity and transparency, takes ownership of outcomes, and handles sensitive matters with care and professionalism.

Organizational Competencies

Core Competencies:

• Communicating for Results

• Effective Collaboration

• Cultivating Progressive Growth

• Professional Accountability

• Relevant Digital Proficiency

• Diversity, Equity and Inclusion

Work Experience:

A minimum of two years of relevant professional experience to the function described in "Knowledge and Skills", including practical experience in UEM and Printing Services.

Experience in leveraging analytics, automation, or AI-driven operational improvements in enterprise IT environments is desirable.

Languages:

Excellent knowledge of English as well as working knowledge of French or Spanish is required.

Good knowledge of French or Spanish as a third language is desired.

Additional Information:
 
Only applications from nationals of WTO Members will be accepted. 

The recruitment process will be undertaken as per Administrative Memorandum No. 976 (OFFICE(16)/15) on Staff Promotions and external recruitment through Vacancy Notices.

The initial fixed-term contract for positions up to grade 10 shall normally be two years, which shall be probationary, as per Administrative Memorandum No. 997 (OFFICE(23)/4) on Probation Policy. For Director positions, the Policy on evaluation of directors apply as per Administrative Memorandum No. 978 (OFFICE(17)/29).

The WTO may use various communication technologies such as video or teleconference for the assessment and evaluation of candidates. The recruitment process may also involve the use of various forms of testing, assessment centres, interviews and reference checks. 

Applicants may be required to sit a written examination. 

Applicants will be contacted directly if selected for an interview. 

Candidates not selected whose performance in the selection process nevertheless shows them to be suitable for a similar position may be kept on a roster for up to 24 months, and may subsequently be called upon as and when the need arises for additional resources.

All applicants are encouraged to apply online as soon as possible after the vacancy has been posted and well before the closing date – Geneva (Switzerland) time – stated in the vacancy announcement. 

PLEASE NOTE THAT APPLICATIONS RECEIVED AFTER THE CLOSING DATE WILL NOT BE ACCEPTED. 

The WTO is a non-smoking environment.